Exam 13: Designing and Managing Services

Factors that lead to customer switching behavior include all of the following EXCEPT ________.

Customers are becoming more sophisticated about buying product-support services and are pressing for services unbundling.

Developing brand strategies for a service brand requires special attention to choosing brand elements,establishing image dimensions,and devising the branding strategy.

The SERVQUAL scale includes the five determinants of service quality.Companies schooled in and practitioners of this craft are among the highest rated consumer friendly firms doing business today.What are the five determinants that firms such as Southwest,Disney,and Marriott honor so highly?

The model of service-quality expectations is based on the premise that customer perceptions and expectations of service quality change over time,but at any one point in time are a function of prior expectations of what will and what should happen during the service encounter,as well as the actual service delivered during the last contact.The researchers' empirically tested model contends that the two different types of expectations have opposing effects on perceptions of service quality.List these two models.

One of the strategies to equalize supply and demand for service providers is to price their services high when demand is low and low when demand is at its highest.

Classes of services can be branded vertically on the basis of ________.

The service quality of a firm is tested at each service encounter.

Services differ as to whether they meet a personal need or a ________.

________ describes the employees' skill in serving the client.

I have switched my dry cleaning provider because the cleaner did not perform up to my standards.This is an example of which of the following factors leading to customer switching behavior?

Services have four distinctive characteristics that greatly affect the design of marketing programs.Which of the following is NOT one of these characteristics?

Excellent service companies know that ________ employee attitudes will promote stronger customer loyalty.

Marketing academics and consultants Jeffrey Rayport and Bernie Jaworski believe that to deliver high levels of customer-perceived value,any customer-service interface should excel on four dimensions.Define the term "customer-service interface" and identify the four dimensions on which it should excel.

The service quality of a firm is tested at each customer encounter.The service-quality model highlights the main requirements for delivering high service quality.The model identifies five gaps that cause unsuccessful delivery.List each of these gaps.

Intangibility with regards to a service means that the service cannot be duplicated across providers.

In developing a service blueprint,your firm has outlined each step in the delivery process of the service it provides.The development of a service blueprint is an attempt to minimize what element or characteristic of a service?

To provide the best support,a manufacturer must identify the services customers value most and their relative importance.Johnson Controls introduced services that extend beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use and improve comfort and security.This is an example of adding ________.

Services cannot be stored or inventoried.Attempts to regulate the "services" on the supply side-to increase the service providers when needed-include such strategies as part-time workers.What are some other ways a firm can "shift" supply for its services?

Holistic marketing for services requires external,________,and internal marketing.